GREAT DEALS ON BIG BRANDS

FAQs

1. Problem with your purchase

You’re covered by eBay Money Back Guarantee on ebay.co.uk when you pay with PayPal.

It covers most purchases sent by post – more than 99% of eBay listings. It excludes vehicles, real estate, businesses for sale, digitally-delivered goods or services. All details on eBay Money Back Guarantee are included in the policy page.

Contact your seller if the estimated delivery date has passed. Make sure you select ‘I didn’t receive my item’; we’ll then automatically open a request so we can track the seller's response and help if needed.

You can view the estimated delivery date within your Purchase history in My eBay. Click on More actions to the right of the item you bought and then View order details.

A ‘not as described’ item should be materially different from what the seller described in the item listing. This includes:

• Different item or version
• Wrong condition e.g. the listing stated the item was ‘new’ when it’s clearly been used
• Missing parts or components (e.g. a listing for a camera kit stated it would include a tripod, but it’s missing)
• Defective during first use (e.g. TV didn’t turn on)
• Counterfeit item
• Missing major parts or features, and this wasn’t mentioned in the listing
• Damaged during postage
• Items that arrive much later than promised and can’t be used (e.g. concert tickets)

eBay Money Back Guarantee doesn’t cover general returns. Most business sellers offer returns and show the details within their listings. This includes who’s responsible for paying any returns postage costs.

Business sellers who accept returns, give you at least 14 calendar days to let them know if you’d like to return something.

Many sellers ask you to return an item before they send a refund or replacement. Send your item back to the seller so they can do this.

We recommend using a tracked service for returning items (e.g. Royal Mail Signed For). Keep hold of the tracking number as this is proof that you’ve returned the item to the correct return address. Sometimes you’ll automatically be provided with a tracked returns label.